Emma Hamilton
About Emma Hamilton
Emma Hamilton is a Customer Experience Manager at Entain in Gibraltar, where she has worked since 2019. With nearly seven years in the gaming industry, she specializes in managing customer experience for two major brands and holds a professional certification in Customer Experience.
Work at Entain
Emma Hamilton has been serving as the Customer Experience Manager at Entain since 2019. In this role, she is responsible for managing customer experience for two prominent brands within the gaming industry. Her position is based in Gibraltar, where she has contributed to enhancing customer satisfaction and addressing customer pain points. Emma utilizes various data sets to analyze customer feedback and monitors satisfaction scores to ensure a high level of service.
Previous Experience in the Gaming Industry
Prior to her current role at Entain, Emma Hamilton worked at Ladbrokes as an Operations Executive from 2017 to 2019. During this time, she gained valuable experience in the gaming sector. Additionally, she served as a VIP customer service agent at Ladbrokes from 2015 to 2017, where she focused on providing tailored support to high-value customers. This background has equipped her with a comprehensive understanding of customer needs and expectations in the gaming industry.
Early Career at Virgin Media
Emma began her career as a Sales Executive at Virgin Media, where she worked for one year from 2008 to 2009. This role provided her with foundational skills in sales and customer interaction, which she later applied in her positions within the gaming industry. Her early experience contributed to her development in customer service and operational roles.
Education and Certification
Emma Hamilton studied at Preston Manor High School. She holds a professional certification in Customer Experience, which underscores her commitment to understanding and improving customer interactions. This educational background and certification support her expertise in managing customer satisfaction and addressing service-related challenges.
Customer Experience Management Skills
In her role as Customer Experience Manager, Emma reviews various data sets to identify customer pain points and monitors customer satisfaction scores. She escalates issues to relevant stakeholders to ensure timely resolution. Her focus on data-driven decision-making enhances the overall customer experience and contributes to the operational success of the brands she manages.